Senior Customer Success Manager

At Salesloft, our Senior Customer Success Managers own the relationship that determines whether a customer renews, expands, and becomes an advocate - or quietly churns. You are the person accountable for making sure customers realize measurable value from our Predictive Revenue System, translating platform capability into revenue outcomes their leadership can see.

This is not a reactive support role. You will manage a book of business proactively - using product usage data, AI-surfaced health signals, and your own commercial judgment to intervene before problems become risks and to spot expansion opportunities before the customer asks. You will be the voice of the customer inside Salesloft and the trusted advisor the customer relies on outside it.

On a day-to-day basis, you will:

• Own retention, adoption, and net revenue expansion across a defined book of business, translating each customer's goals into a clear plan for realizing value from the platform.

• Use AI-surfaced customer health signals, product usage data, and engagement scoring to prioritize proactively - acting first on the accounts and moments that matter most.

• Lead strategic business reviews with customer stakeholders and executives, connecting platform usage to measurable revenue outcomes and ROI.

• Partner with Account Management to identify and drive expansion opportunities grounded in demonstrated value.

• Advocate for customers cross-functionally - bringing structured product feedback to Product and Engineering and coordinating internal resources to resolve challenges.

• Drive adoption through tailored enablement, onboarding support, and ongoing strategic guidance that keeps customers progressing toward their goals.

This role lives at the heart of how we are Customer Inspired: every action you take is measured against a single question - does this make our customer more successful? And in the spirit of how we Lead From the Front, you'll use the same AI-powered platform our customers use, bringing applied curiosity to how technology can scale the value you deliver across your entire book.

• Proven track record in a Customer Success, Account Management, or post-sale role at a B2B SaaS company, with direct ownership of retention and expansion outcomes.

• Demonstrated ability to manage a book of business and consistently meet or exceed retention and net revenue expansion targets.

• Comfort working with product usage data and customer health signals to prioritize action and drive decisions.

• Strong executive presence - the ability to run business reviews and build trusted relationships with senior customer stakeholders.

• Excellent communication skills, both written and verbal, with the ability to translate platform capability into business outcomes a customer's leadership will value.

• Experience with a sales engagement, revenue intelligence, or revenue operations platform - Salesloft, Clari, Gong, Outreach, or adjacent tools.

• Familiarity using AI-driven customer health scoring, engagement analytics, or predictive churn signals to manage a book of business.

• Experience partnering closely with Account Management on expansion in a shared-account model.